Customer Service and Respectful Behaviour Policy

Purpose. This policy sets the standard of service every customer receives across Marketplace formats and channels, and the standard of behaviour the group expects from customers toward its team members.

1.Service standards

Every customer will be acknowledged within thirty seconds of entering a department or fitting room area, or within two minutes of joining an online chat. Team members will listen, ask questions to understand the need, give honest product information and offer alternatives when the product is unavailable. Customers with disability, older customers and customers who speak languages other than English will receive the assistance they need to shop with dignity.

2.Product knowledge and advice

Team members must only give advice within their training and role. Food and nutrition advice will be limited to product information on the label and the group's range guides. Advice on pharmacy medicines and pharmacist only medicines will be given only by pharmacy assistants within their scope and referred to the pharmacist as the supply procedure requires.

3.Complaints and feedback

Any expression of dissatisfaction is a complaint. Team members will resolve what they can on the spot within their authority, and will record every complaint in the customer feedback and complaints register on the day. A supervisor will contact the customer within two business days and the group will respond in writing within ten business days where the matter is not resolved. Customers will be told how to escalate to Consumer Affairs Victoria if they remain dissatisfied.

4.Respectful customer behaviour

Marketplace does not tolerate abuse, threats, discrimination or violence toward team members. A team member who is subjected to such behaviour will state once that the behaviour is unacceptable and, if it continues, will withdraw and call a supervisor. Supervisors will end the interaction, ask the customer to leave where necessary and call the police if there is any threat to safety. The event must be recorded in the incident register and the team member offered support.

• State once that the behaviour is not acceptable
• Withdraw to a safe place and call a supervisor
• Do not follow, touch or attempt to restrain any customer
• Record the event on the incident and hazard report form
• Debrief with the supervisor before the end of the shift

5.Bans and trespass

The People, Safety and Loss Prevention Manager will decide whether to issue a written ban after any abusive or violent event or any theft. Bans will be recorded in the loss prevention file and communicated to all sites.

6.Online and social media

Online customer service will follow the same standards. Team members will respond to reviews and messages courteously, will never argue in public, will move disputes to a private channel and will never share a customer's personal or order information in a public reply.